Frequently Asked Questions

You can call Carter Bank at 833-275-2228, visit our official Contact Us page, or stop by one of our conveniently located branches in Virginia and North Carolina.

To request a new or replacement debit card, visit your nearest Carter Bank branch or contact our Customer Service at 833-275-2228. Our team will guide you through the process and provide any necessary paperwork. For faster service, some branches may offer instant-issue options—ask about availability.

You can turn your debit card access on/off, set real-time card alerts, and control card usage such as spending limits and transaction types. Enjoy immediate control of your debit card through Online Banking and our Mobile app—available on the App Store and Google Play. Learn more about Debit Card Management for additional features and setup instructions.

The Carter Bank routing number is 051403957. You can find it on your checks, in your online banking portal, or by visiting our official website.

Your deposits at Carter Bank FDIC-insured up to $250,000. We also provide extended coverage options through IntraFi®, ensuring deposits – large and small –are protected. Accurately calculate coverage with account details by using the Electronic Deposit Insurance Estimator (EDIE).

You can order checks by calling or visiting a Carter Bank branch. You can also order checks online via our secure banking portal depending on availability. Some accounts may qualify for free checks—contact us for details.

Yes. Notary services are available at select Carter Bank branches by appointment. Please call ahead to confirm availability and schedule your visit.

Call 833-275-2228 to access our Telephone Banking system, where you can check balances, review transactions, or transfer funds between your Carter Bank accounts.

Many Carter Bank branches provide Safe Deposit Boxes in various sizes. Availability may differ by location, so contact your nearest branch for more details and pricing.

Yes. Carter Bank supports domestic and international wire transfers. To initiate a transfer, please visit a branch for instructions.

Absolutely. Carter Bank offers overdraft protection and overdraft lines of credit to eligible customers. Signing up and protecting your account from costly fees has never been easier. Learn more about overdraft protection or visit a branch to activate overdraft transfer service for your accounts.

Carter Bank partners with MoneyPass®, providing a nationwide ATM network with surcharge-free withdrawals for our customers.

 

Daily ATM withdrawal limits vary by account type. Please contact customer service or visit your local branch to confirm your limit.
 

Our decision came from a desire to create a fresh and updated brand identity that better aligns with the way our customers already know us and our continued promise to help people live life to the fullest.

The biggest things you'll notice are new colors and a new logo. What won't change is the experience you've come to expect from Carter Bank or our people.

Our updated logo now matches what our customers call us today: Carter Bank. Our name is still legally Carter Bank & Trust. You will still see the "& Trust" on official and legal documents.

No, this is not related to a merger or acquisition. Our rebrand is simply a reflection of our evolution as we continue to grow and make enhancements at Carter Bank.

The management team and Board of Directors spent many months working under the guidance of an experienced and respected branding firm. Research and customer surveys played a role in this process.

You will begin to see elements of the new brand during the week of October 21, 2024. Additional changes will be made on our website, in branches, online, and in the market beginning November 4, 2024.

All of your account information—including your account numbers, usernames, and passwords—will stay the same.

Yes, your existing debit and credit cards will continue to work. As cards expire, you’ll receive new ones with the refreshed Carter Bank branding.

Absolutely. You can keep using your current checks until they run out. When you reorder, the new checks will feature our updated branding.

No, you don’t need to take any action. Your automatic payments and direct deposits will continue as usual, with no changes needed.

Our name is not legally changing, just our logo and the way we refer to ourselves. In most cases, there is no need to update your legal documents. However, if you have any specific questions regarding titles, liens, or insurance, please give us a call.

While the statement format and cycle will remain the same, you’ll notice our new branding on your statements.

Yes, your deposits will remain insured by the FDIC.

While rates and fees may fluctuate in response to market conditions, the rebrand itself will not impact these.

Yes, email addresses will be updated to reflect our new brand. However, the current addresses will automatically redirect to the new ones. Our mobile banking and card management apps will update automatically through your device’s app store. Our new website address is: carterbank.com.

No, all of our phone numbers will remain the same.

No, our branches will maintain the same operating hours you’re accustomed to.

Please visit one of our branches during business hours, call 833-275-2228, or visit the brand page on our website at carterbank.com/brand for additional details.

A Business Interest Checking account is a checking account that allows eligible businesses to earn interest on their deposits—while still enjoying the flexibility of traditional checking features like check writing and online access.

To earn interest, your business must maintain a daily balance of $25,000 or more in the account.

Yes. The $25 monthly maintenance fee can be waived if you maintain:

• A $25,000 daily balance,
• $50,000 in combined deposit account balances, or
• $50,000 in outstanding business loan balances.

Your account includes up to 50 transaction items per month. If you exceed that number, each additional transaction is $0.50.

Most business types are eligible, with the exception of Trusts and Estates.

Yes. The minimum deposit to open a Business Interest Checking account is $100.

Yes. You'll receive $10 off a Cash Management Bundle and a complimentary consultation to help optimize your business finances.

Absolutely. This account offers check-writing capabilities and access through online and mobile banking, giving your business both flexibility and earning potential. 
 

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Every check qualifies as one transaction item

Our Business 250 and 500 Checking accounts are best suited for small and mid-sized businesses, such as cleaning companies, lawn services, hairdressers, restaurants or body shops. The Analysis Checking account is utilized by larger businesses that have a high volume of transactions per month. Please visit our Business Checking page to learn more, contact your local branch, or email us at [email protected], available Monday through Friday from 9:00 a.m. to 5:00 p.m. 

You will need the following information:

1. The legal business name
2. The legal address
3. The business tax ID number
4. The date the business was established
5. Supplemental documents, based on business type
6. Applicant's social security number
7. Applicant's date of birth
8. Applicant's mailing address/email address 

Open your new business account today!

Apply Online for a Business Account | Visit Us

For Business 250 Checking, there is no monthly fee and no minimum balance fee. For Business 500 Checking, a $25 fee will be assessed monthly, if one of the following requirements is not met:  

1. $10,000 minimum daily balance  
2. $15,000 combined deposit balance
3. $50,000 in outstanding business loan balance  

Please visit our Business Checking page to learn more, contact your local branch, or email us at [email protected], available Monday through Friday from 9:00 a.m. to 5:00 p.m. 

Transaction fees vary based on the type of business checking account. Please use the links below to view the current transaction fees on our Business Checking page. Open your new business account.

Fee Schedule | Business Fee Schedule

Carter Bank offers business checking, savings, money market accounts, and CDs designed for small businesses and larger organizations.

Yes. Our merchant services streamline payment processing, allowing you to accept credit cards and other forms of payment securely and efficiently with our partners at Elavon. Visit a branch to learn more.

Absolutely. Carter Bank offers payroll solutions, including direct deposit for employee payroll. Contact our business banking team to get started.

Yes. Our business credit cards come with competitive rates, rewards programs, and enhanced expense management features.

Treasury management at Carter Bank includes cash management solutions, fraud prevention tools, ACH services, and more—designed to optimize your finances.

Carter Bank offers different business checking accounts tailored to your company’s size and transaction needs. Whether you run a small operation (like a service business, CPA, or small medical practice) or a larger company (such as a manufacturing, industrial, or distribution warehouse), we have an option that suits you. For help deciding, visit our Business Checking page or visit a branch to learn more.

Qualifying business accounts can enroll in our remote deposit capture service. Contact our treasury management team at 888.802.2652 or by visiting our treasury services page.

You will need the following information:

• The legal business name
• The legal address
• The business tax ID number
• The date the business was established
• Supplemental documents, based on business type
• Applicant's social security number
• Applicant's date of birth
• Applicant's mailing address/email address 

Open your new business account today!

At Carter Bank, we firmly believe in the power of people, including our own. We are committed to providing you with opportunities to succeed and take ownership of your career. If you are interested in exploring professional opportunities with us, please visit our "Careers" page. You can search for available positions and apply online. We are an equal opportunity employer and do not discriminate against qualified employees or applicants for employment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or status as a covered veteran in accordance with applicable federal, state, and local laws. We are proud to be an EOE/AA/M/F/Veteran/Disability employer. With approximately 700 associates, we operate branches in Virginia and North Carolina. 

Transaction fees vary based on the type of personal checking account. Please use the link below to view the current transaction fees on our Personal Checking page. Reliable checking accounts are a fantastic way to keep your money secure and accessible.

Fee Schedule | Business Checking 

We offer several options for you to open a Carter Bank checking account. You can complete an online application, schedule an appointment with one of our experienced bank associates, or visit a Carter Bank branch near you to open your Checking account. 

• To be 18 years of age or older as the primary applicant. The primary applicant can add a joint owner to the application who is 15 or older.
• To be a US Citizen or Permanent Resident
• Your Social Security Number / Individual Taxpayer Identification Number
• Government Issued Identification (Driver's License, State ID, or Passport)

If another person will be a joint owner on your accounts, they must enter and validate their personal information.

A Carter Bank Christmas Club account lets you save systematically year-round, with payouts on October 20^th—just in time for holiday expenses.

On October 20^th, your savings transfer automatically via ACH into the Carter Bank account you designate, ensuring easy access to your funds.

Carter Bank, P.O. Box 1776, Martinsville, VA 24115. For more info, visit our site.

Carter Bank offers both Personal Credit Cards and Business Credit Cards. Choosing the right credit card is easier than ever. Whether you want to pay down balances faster, maximize cash back, earn rewards or begin building your credit history, we have the ideal card for you!

Debit Card Management is an online and mobile banking tool that gives you complete control and visibility over your Debit Card. With this service, you can easily turn your card access on and off, set up custom alerts, view recent transactions, manage your card usage, and do much more. 

Yes. Carter Bank provides a range of insurance options for home, auto, business, and employee benefits through our affiliation with Bearing Insurance, one of the largest independent agencies in the Mid-Atlantic. You can get a free, no-obligation quote by visiting our Insurance page or calling 800-688-2915.

In partnership with Bearing Insurance, Carter Bank offers a wide variety of personal and business insurance solutions—like home, auto, renters, condo, personal umbrella, flood, and more. Business coverage can include property, liability, worker’s compensation, and cyber liability, among others. If you’re already a Bearing Insurance client, you can reach out to your assigned agent directly. Otherwise, call 800-688-2915 or visit our Insurance page for more details.

If you’re new to Bearing Insurance, call 800-688-2915 for a free quote or to speak with an agent. Existing clients will have a dedicated insurance agent with direct contact info for any account questions. Because Bearing Insurance aligns with our commitment to personal service, we work together to streamline both your banking and insurance needs. To learn more, visit our Insurance page or call 833.275.2228 for general banking inquiries.

This is more than a checking account. Qualifying accounts earn higher interest on balances while maintaining the freedom to use your checking account for all of your daily transactions. With no monthly fees, no minimum balance requirements, and refunds on ATM fees (up to $15 per statement cycle), it's a checking account that is anything but boring. 

There are no hidden fees with Lifetime Plus! This is a FREE account with no monthly fee and no minimum balance required.

Make 15 debit card transactions each cycle. Sign-up for eStatements. Receive Direct Deposit or at least one ACH (electronic) credit per month. Put it all together and it adds up to smart money management. And as a bonus, those three simple steps also mean you qualify for higher interest payments on up to $15,000 of your balance. Then earn 0.50% APY¹ for the remainder of your balance.

If you regularly maintain larger balances, you can earn interest at a higher rate while accessing all the convenient digital tools you need to manage your checking account. And we include several free resources to thank you for being loyal to Carter Bank. 

• Tiered interest rate increases based on the total account balance
• An additional .125% rate discount on any new loan, except HELOC Modifications and CD Secured, with auto pay
• Deposit and manage money using digital banking, over the phone or by visiting a  Carter Bank branch
• Free checks once per year when customer goes into a  branch location  or calls the customer Call Center
• Free cashier’s checks
• Free outgoing wire transfers
• Access to thousands of surcharge-free  MoneyPass® ATM Network locations nationwide

A qualifying month or monthly qualifying cycle is the 1st thru the end of the month 30th/31st (28th or 29th for leap year). It is the same as your statement cycle.

An Automated Clearing House (ACH) credit payment occurs whenever someone instructs the ACH network to “push” money from their account to someone else's. This could be an employer (often via some processing partner) pushing payroll to their employees, or a government agency pushing cash payments to eligible citizens.

After enrollment, you’ll need the SwitchTRACK code provided during signup, or you can activate your account through the welcome email link. Access your eSwitch2Carter dashboard to finalize direct deposit and payment transfers with just a few clicks. 

Enroll online at our official website, then access our online and mobile banking to manage your accounts anytime, anywhere.

Use the Forgot Password link on our login page or contact Customer Service at 833-275-2228 for help resetting your login credentials.

Business Customers will need to reach out to their local branch office to initiate online and mobile banking. If you are wanting to use the Automated Clearing House (ACH) network or wire services, then our Carter Commercial Center may be your best online banking option. Contact us at 833-275-2228 if you have any questions.

To enroll in Credit Sense, log in to your account through Online Banking or our Mobile app, select Accounts from the menu bar, then click Credit Score & Report. Follow the prompts to create your account. Once enrolled, your credit score will appear automatically each time you sign in to your account. Online Banking and our Mobile app are your anytime banking solution that offer convenient, everyday banking from your computer or smartphone. Learn more and register for Online Banking.

Credit Sense integrates your TransUnion credit profile to create a VantageScore 3.0, developed collaboratively by Equifax, Experian, and TransUnion. It provides a single, streamlined credit score overview that’s updated daily, making it easier to track changes across all three major bureaus.

There are 3 ways to fund your account:

1. Transfer from another Carter Bank
2. Transfer money from another financial institution, using ACH. To complete this transfer, you must provide the routing number and account number for that account.
3. Transfer money from a Credit/Debit card (Mastercard®/Visa®/Discover®). To complete this transfer, you are required to provide the card number, expiration date, and CVV code.

Open your new Carter account | Schedule an Appointment for your Carter Account | Visit Us

eSwitch2Carter, powered by ClickSWITCH, is a secure, automated solution that quickly switches your direct deposits and automatic payments to Carter Bank. Gather your existing automatic payment and deposit info—like a prior statement—to ensure you have all the necessary details before starting.

The easiest way to check the status of a switch is to look at the “Status” column of your eSwitch2Carter, powered by ClickSWITCH, account. Switches that have been completed and confirmed by your biller or depositor will display a “Completed” status. Switches that are still in process will display a “Mailed” status. Log in to your eSwitch2Carter account to check the status of your switches. For switches that have a "Mailed" status for 15 days or more, we recommend contacting the company to confirm the switch is completed or check your account.

Yes. eSwitch2Carter uses advanced online encryption to protect your personal information. It’s designed to securely transfer your recurring deposits and payments to Carter Bank with minimal hassle. Learn more or start your switch today.

Setting Up Account Alerts 
1. From the menu, select PROFILE and ALERTS. <not in profile>
2. You will be prompted with two types of alerts; NOTIFI alerts and NATIVE alerts. You may be required to authenticate your registration.
Select Notifi alerts to receive real-time alert notifications.
Select Native to set up alerts not yet available through the Notifi service, where alerts are sent only at certain times of the day upon activity. These alerts include card alerts, loan payment reminders and secure messages.
3. Select MANAGE ALERTS and follow the prompts to add the alert of your choice. You can choose who receives each type of alert by selecting MANAGE RECIPIENTS and following the prompts.
Select SUBMIT and you'll see your alert successfully added.

Debit Card Management is an online and mobile banking tool that gives you complete control and visibility over your Debit Card. With this service, you can easily turn your card access on and off, set up custom alerts, view recent transactions, manage your card usage, and do much more. 

Yes. Use mobile check deposit to scan and deposit checks through our online and mobile banking app for both personal and business accounts.

Schedule recurring transfers via our online banking or mobile banking platform, choosing frequency, date, and source/destination accounts.

Absolutely. Link your Carter Bank account or debit card within each app’s settings for convenient money transfers.

Fees vary by account type. Visit our website’s personal banking pages or contact your nearest Carter Bank branch for details on checking, savings, or other account fees.

You can open an account online through our secure application, schedule an appointment, or stop by any Carter Bank branch for in-person assistance.

Typically, you’ll need a government-issued ID, your Social Security Number (SSN), proof of address, and initial deposit details. Our online portal will guide you through each step.

Carter Bank offers Checking and Savings Accounts, Certificates of Deposit (CDs), and Money Market Accounts (MMAs) with tiered interest rates to help you grow your savings.

Our interest rates for savings, CDs, and MMAs can change over time. Check our official Rates Page for up-to-date details on annual percentage yields (APYs) or visit one of our branches for additional rate information.

Apply online through our lending portal, schedule an appointment, or visit a local branch to meet with a Carter Bank loan specialist for personal loans, auto loans, or mortgages.

We offer Conventional, FHA, VA, and USDA mortgage loans. For details on eligibility, down payments, and rates, visit our Mortgage Loans page or talk to a loan officer.

We use advanced encryption, multi-factor authentication, and real-time monitoring to keep your Carter Bank account secure from fraud.

Immediately call 833-275-2228 or visit a branch to report suspicious or fraudulent transactions so our team can assist with protection steps.

You can enable custom security alerts in online or mobile banking to track transactions, logins, or changes to your Carter Bank account settings.

Yes, Carter Bank proactively monitors for unusual activity on all customer accounts and may contact you if suspicious transactions occur.

Contact our customer service at 833-275-2228 or visit a branch to begin the transaction dispute process.

You can send, request or receive money with Zelle^®.

• To get started, log in to online banking or our mobile banking app and navigate to Zelle^®. To enroll, accept terms and conditions, tell us your email address or U.S. mobile number and deposit account and then you will receive a one-time verification code. Enter it and you’re ready to start sending and receiving with Zelle^®.
• To send money using Zelle^®, simply add a trusted recipient’s email address or U.S. mobile phone number, enter the amount you’d like to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes if they are already enrolled with Zelle^®.
• To request money using Zelle^®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request.” If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number.
• To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Carter Bank account, typically within minutes.
• If someone sent you money with Zelle^® and you have not yet enrolled with Zelle^® , follow these steps: Click on the link provided in the payment notification you recieve via email or text message. Select Carter Bank. Follow the instructions provided on the page to enroll and recieve your payment. Pay attention to the email address or U.S. mobile number where you receive the payment notification - you should enroll with Zelle^® using that email address or U.S. mobile number to ensure you recieve your money. 

If you have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your bank account and will be available typically within minutes.

If you have not yet enrolled with Zelle^®, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Carter Bank & Trust.
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification – you should enroll with Zelle^® using that email address or U.S. mobile number where you received the notification to ensure you receive your money.
    

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. Call our Customer Contact Center at 833-275-2228 and ask them to move your email address or U.S. mobile phone number to Carter Bank & Trust so you can use it for Zelle^®.

Once Customer Contact Center moves your email address or U.S. mobile phone number, it will be connected to your Carter Bank account so you can start sending and receiving money with Zelle^® through the mobile banking app and online banking.
 

Zelle^® is a great way to send money to family, friends and people you are familiar with such as your personal trainer, babysitter or neighbor.^* Since money is sent directly from your bank account to another person’s bank account within minutes,^* Zelle^® should only be used to send money to friends, family and others you know and trust. If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

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^* U.S. checking or savings accounts required to use Zelle®. Transactions between enrolled users typically occur in minutes.

As of March 31, 2025, all users must be enrolled through one of the more than 2,200 banks and credit unions that offer Zelle^® in order to send and recieve money. You can find the full list of participating banks and credit unions live with Zelle^® at Zellepay.com. If their bank or credit union is not listed, we recommend you use another payment method at this time. 

In order to use Zelle^®, the sender and recipient’s bank accounts or credit union accounts must be based in the U.S.

You can cancel a payment if the person you sent money to hasn’t yet enrolled in Zelle^®. To check whether the payment is still pending because the recipient hasn’t yet enrolled, you can go to your activity page, choose the payment you want to cancel and then select “Cancel This Payment.” If you do not see this option available, please contact our customer support team at 833-275-2228 for assistance with canceling the pending payment. 

If the person you sent money to has already enrolled with Zelle^®, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to only send money to people you know and trust, and always ensure you’ve used the correct email address or U.S. mobile number when sending money. If you sent money to the wrong person, please immediately call the Customer Contact Center at 833-275-2228 so we can help you.

We offer you the flexibility to schedule payments to be sent at a later date if you like, or even set up recurring payments for things like regularly sending money to your college student. Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Carter Bank & Trust but are a separate service from Zelle^® and can take one to three business days to process. You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

No, Carter Bank & Trust does not charge any fees to use Zelle^®. Your mobile carrier’s messaging and data rates may apply.

The amount of money you can send, as well as the frequency, is set by each participating financial institution. Send limit can be viewed from the Send Payment screen after selecting contact. There are no limits to the amount of money you can receive with Zelle^®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.

No. Neither Carter Bank nor Zelle® offers purchase protection for payments made with Zelle® - for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust, and always ensure you've used the correct email address or U.S. mobile number when sending money. 

Please contact our customer support team at 833-275-2228. Qualifying imposter scams may be eligible for reimbursement. 

Keeping your money and information safe is a top priority for Carter Bank and Zelle^®. When you use Zelle^® within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

Zelle® QR codes provide peace of mind, knowing you can send and receive money to the right person without typing an email address or U.S. mobile number. 

To locate your Zelle® QR code, log in to online and mobile banking and click "Send Money with Zelle®." Next, go to your "Zelle® settings" and click "Zelle® QR code." Your QR code will be displayed under "My Code." From here, you can view your QR code and use the print option to share icons for text, email, or print your Zelle® QR code. To receive money, share your Zelle® QR code. 

To send money, log in to online and mobile banking, click "Send money with Zelle®," click "Send," then click on the QR code icon displayed at the top of the "Select Recipient" screen. Once you allow access to your camera, simply point your camera at the recipient's Zelle® QR code, enter the amount and hit "Send," and the money is on the way! When sending money to someone new, it's always important to confirm the recipient is correct by reviewing the displayed name before sending money.